Overview
OpenText is a global leader in information management. The Lead Cloud Service Manager is the program manager and overall relationship owner to assigned OpenText Cloud Managed Services accounts. The CSM is a trusted advisor who understands the customer's business and strategy as it relates to their OT product portfolio. The CSM ensures operational health, customer satisfaction and that the customer is receiving maximum ROI from their OT Cloud Managed services investment.
Opentext - The Information Company OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. We partner with the world\'s most highly regarded companies, tackle complex issues, and contribute to projects that shape the future of digital transformation. AI-first, future-driven, human-centered.
We are hiring talent that AI can\'t replace to help us shape the future of information management. Join us.
The Opportunity The Lead Cloud Service Manager is the program manager and overall relationship owner to assigned OpenText Cloud Managed Services accounts. The CSM is a trusted advisor and partner who understands the customer\'s business and strategy as it relates to their OT product portfolio. The CSM ensures operational health, customer satisfaction and ensures that the customer is receiving maximum ROI of their OT Cloud Managed services investment.
Responsibilities
* Providing overall business management of the customer which includes weekly status calls, monthly SLA reporting and business reviews, issue tracking reporting and cross functional communication with other OT teams (i.e., support, sales, product management, etc.).
* Managing customer expectations to avoid escalations; if escalations arise, the CSM leads the escalation management until issues are resolved and the account is de-escalated.
* Managing relationships and interfacing at various levels within the customer\'s organization (business, technical, executive leadership).
* Identifying new business opportunities and recommending products or services to improve customer satisfaction and ROI.
* Identifying customer needs for contract add-ons, renewals, upgrades and value-added services and engaging the relevant OT contacts for execution.
* Regular discussions and addressing any customer concerns regarding service and satisfaction; making adjustments as needed and ensuring issues are addressed and customer perception is positive.
* Providing expert incident and problem management for high impact and critical customer issues and ensuring root-cause analysis is conducted with a corrective action plan and knowledge learned applied for future benefit.
What It Takes
* Strong client focus – ability to operate at a senior manager level
* Bachelor\'s degree in a technical or business discipline, or equivalent
* Conversant in cloud technology and data center deployment. ITIL certification preferred.
* Experience with formal project management techniques (status reporting, client communication, budget/scope management, change controls, project team direction and technical leadership).
* Demonstrable experience in developing and rolling out customer satisfaction improvement programs
* Able to work independently with a positive problem solving attitude
EEO & Accommodation
OpenText\'s efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText\'s vibrant workplace.
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